Profession after-sales service technician

After-sales service technicians provide after-sales service support to customers, such as the installation, maintenance and repair of the sold products. They take corrective actions to ensure customers’ satisfaction, resolve technical product-related issues and write customer summary reports.

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Personality Type

  • Enterprising / Conventional

Knowledge

  • Customer relationship management

    The customer-oriented management approach and basic principles of successful customer relations that focus on interactions with customers such as technical support, customer services, after-sales support and direct communication with the customer.

  • Maintenance and repair

    The preservation and restoration of products and systems, and the methods and logistics of these practices.

  • Characteristics of services

    The characteristics of a service that might include having acquired information about its application, function, features, use and support requirements.

  • Customer service

    Processes and principles related to the customer, client, service user and to personal services; these may include procedures to evaluate customer's or service user's satisfaction.

  • Product comprehension

    The offered products, their functionalities, properties and legal and regulatory requirements.

  • Characteristics of products

    The tangible characteristics of a product such as its materials, properties and functions, as well as its different applications, features, use and support requirements.

Skills

  • Execute after sales activities

    Provide after sales services and advice, e.g. provision of advice on after sale maintenance, provision of after sale maintenance, etc.

  • Create solutions to problems

    Solve problems which arise in planning, prioritising, organising, directing/facilitating action and evaluating performance. Use systematic processes of collecting, analysing, and synthesising information to evaluate current practice and generate new understandings about practice.

  • Implement sales strategies

    Carry out the plan to gain competitive advantage on the market by positioning the company's brand or product and by targeting the right audience to sell this brand or product to.

  • Contact customers

    Contact customers by telephone in order to respond to inquiries or to notify them of claim investigation results or any planned adjustments.

  • Ensure compliance with legal requirements

    Guarantee compliance with established and applicable standards and legal requirements such as specifications, policies, standards or law for the goal that organisations aspire to achieve in their efforts.

  • Provide customer follow-up services

    Register, follow-up, solve and respond to customer requests, complaints and after-sales services.

  • Implement customer follow-up

    Implement strategies that ensures post-sale follow up of customer satisfaction or loyalty regarding one's product or service.

  • Communicate with customers

    Respond to and communicate with customers in the most efficient and appropriate manner to enable them to access the desired products or services, or any other help they may require.

  • Guarantee customer satisfaction

    Handle customer expectations in a professional manner, anticipating and addressing their needs and desires. Provide flexible customer service to ensure customer satisfaction and loyalty.

  • Advise on merchandise features

    Provide counsel on the buying of merchandise such as goods, vehicles or other objects, as well as providing information on their features and attributes to clients or customers.

Optional knowledge and skills

apply technical communication skills maintain relationship with customers provide information listen actively prioritise tasks monitor after sales records electronic and telecommunication equipment sales strategies keep records of customer interaction consumer protection address problems critically sales activities

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